Escalation to the office of the Ombudsperson
If you remain dissatisfied after speaking to the Customer Experience Team, your concern may be escalated to the BrokerLink Ombudsperson for an independent review. Please note, the BrokerLink Ombudsperson will not review a concern that has not gone through Steps 1 and 3 above first.
Any concern escalated to the BrokerLink Ombudsperson should be made in writing. Please include the following information when escalating your concern:
- Summary of your concern.
- List of all unresolved issues.
- The reason you feel your concerns have not been resolved at Steps 1 and 3 above.
- Any documentation or information that you would like to have reviewed.
- What you would like the outcome to be.
The role of the BrokerLink Ombudsperson is to conduct an independent and impartial investigation of your concern. The objective of this investigation is to examine whether your file was handled fairly and appropriately.
What can I expect when I contact the BrokerLink Ombudsperson?
The BrokerLink Ombudsperson will work with you to try and resolve your concern in a fair and impartial manner.
For concerns that are not easily resolved or require a full investigation, the BrokerLink Ombudsperson will provide you with a formal written response. A written response is usually completed within 30 business days, however, depending on the complexity of the issues, more time may be necessary to complete a thorough review of your file. You will be updated on the progress of your concern if more time is required.
When the BrokerLink Ombudsperson has reviewed your concern and provided you with a response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or information for further consideration.